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"Something went wrong" error preventing Acrobat DC startup

New Here ,
Sep 25, 2019 Sep 25, 2019

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When I try to start Acrobat DC, I get a pop-up window with "Sorry, something went wrong" followed by "This is likely an issue at out end, but it could be that you are not connected to the Internet. Please check your Internet connection and try again later. If you are still having issues, please see our troubleshooting guide." Nothing displays and the program goes away. Repeatable. This problem started early last week. Long previous use without this problem. Can't find anything helpful in the troubleshooting guide. Connection to the Internet is good. Subscription is active. No indication of any problems on the Adobe pages to manage subscription. I tried using a different user name on the same machine without logging into Adobe and get the same behavior.  Only some of the other computers on the network are having this problem. How can I get more information on what is causing this problem?

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General troubleshooting

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correct answers 2 Correct answers

Contributor , Feb 04, 2021 Feb 04, 2021
I solved the issue with this documenthttps://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac and solution with the app AcroNGLEnableTool executed in terminal.

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New Here , Mar 19, 2021 Mar 19, 2021
For Windows users that are having a similar issue: I solved it by editing the hosts file in "C:\Windows\System32\drivers\etc" and removing all entries without a "#" that are linked to adobe.

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Adobe Employee ,
Sep 26, 2019 Sep 26, 2019

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Hi Urih,

 

Thanks for reaching out. As described above, you are getting issue while opening the Adobe Acrobat DC, correct?

 

Please try the troubleshooting steps provided in the help article https://helpx.adobe.com/in/x-productkb/policy-pricing/activation-network-issues.html and see if that helps.

 

Let us know how it goes.

 

Regards

Amal

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New Here ,
Jul 15, 2020 Jul 15, 2020

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Hi,

I am having the same issue. I tried following the instructions but it still doesnt work and just leads me from one instruction page to the next. Please advise.

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Adobe Employee ,
Jul 17, 2020 Jul 17, 2020

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Hi there

 

We are sorry to hear that the issue still persists.

 

Please try to remove the application using the Acrobat Cleaner Tool https://labs.adobe.com/downloads/acrobatcleaner.html  , reboot the computer once and reinstall the application using the link https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html

 

Keep us posted with the results

 

Regards

Amal

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Adobe Employee ,
Aug 25, 2020 Aug 25, 2020

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Hi there,

 

I hope you were able to fix the issue, if it still persists we need some more information to investigate the issue in detail

 

  • what is the version of the Adobe Acrobat/Reader DC you are using? To check the verison go to Help > About Adobe Acrobat.
  • Are you on a Mac or Windows machine and what is the version of the OS?
  • Do you have any security software installed that might becausing the issue? If yes, what is the security software you are using?

 

Please collect the machine logs as described here https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and upload the logs on the Document Cloud https://documentcloud.adobe.com/link/home/ , generate the link and share it with us.

 

Regards

Amal

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New Here ,
Oct 12, 2020 Oct 12, 2020

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Hello, I am having the same problem, and so is another coworker at the same company. We are both on Macs. My version is 10.15.6. I have uninstalled and reinstalled and have never gotten it to work. It seems to take my license number, then I go through sign-in process, then it comes up with the error described by the user above. "Sorry, something went wrong" followed by "This is likely an issue at out end, but it could be that you are not connected to the Internet. Please check your Internet connection and try again later. If you are still having issues, please see our troubleshooting guide."

 

I followed your instrcutions for the machine log above, but I do not have the subscription version and when I try to generate the link, it says I need to upgrade. Is there any other way I can share the logs?  Or is there anything else I can try to resolve this?

 

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Adobe Employee ,
Oct 20, 2020 Oct 20, 2020

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Hi there,

 

We are sorry for the delay in response and the trouble caused.

 

Please collect the machine logs as described here https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  and upload the logs on the Document Cloud https://documentcloud.adobe.com/link/home/  , generate the link and share it with us.

 

Also please share the file from the location "/Users/<USER_NAME>/Library/Preferences/com.adobe.Acrobat.Pro.plist" for testing.

 

You may share the details in private message by clicking on the envelope icon present at the top right corner of the screen.

 

Regards

Amal

 

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Contributor ,
Feb 04, 2021 Feb 04, 2021

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I solved the issue with this document

https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac 

and solution with the app AcroNGLEnableTool executed in terminal.

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New Here ,
Mar 19, 2021 Mar 19, 2021

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For Windows users that are having a similar issue:
I solved it by editing the hosts file in "C:\Windows\System32\drivers\etc" and removing all entries without a "#" that are linked to adobe.

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New Here ,
Jun 25, 2021 Jun 25, 2021

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I was having problems after updating Acrobat on my MacBook Pro running  MacOS Catalina  but did not have the problem on my iMac running MacOS Big Sur. I could not get the solutions below to work, as it would not get around the MacOS security. However, what did work was 1) downloading AcroNGLEnableTool to the Desktop, 2) control-clicking on the tool, and then 3) Opening With Terminal.app. It ran automatically and then Acrobat worked.

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